Onboarding Specialist

Customer Success Engineer (CSE), Onboarding Specialist (EMEA)

An overview of this role

As a Customer Success Engineer (CSE), Onboarding Specialist you’ll be joining a global team of technical specialists who engage with customers in a pooled model in order to drive product adoption and value realization at scale. As an Onboarding Specialist you’ll work alongside pre and post-sale team members to provide new customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities from day one. This role reports to the Senior Manager, Customer Onboarding.

What You’ll Do  

• Engage with newly Onboarded Customers, through Zoom calls and emails, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance

• Provide technical, architectural and best practice guidance

• Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion

• Align with Account Executives and Renewals Managers to provide customer-facing subject matter expertise based on the customer’s business objectives

• Focus on solution-based programs that are customized to fit an individual customer’s needs

• Develop and collaborate on customer workshops, demos, and other enablement

• Maintain specialty competency in one or more technologies related to GitLab’s market focus through activities such as training, certification and creation of working examples for reuse internally and by customers and partners

• Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others

• Contributes to our docs, YouTube channel, and other enablement programs such as the Digital Journey

What You’ll Bring 

• Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement

• Proficiency using DevSecOps tools or highly technical tooling in adjacent fields

• Specialize in GitLab use cases to provide in-depth guidance and enablement to customers of all sizes, including large enterprise organizations

• Technical experience in development or systems engineering

• Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions

• Have demonstrated the ability to become a trusted technical advisor to customer and business leaders

• Exceptional verbal, presentation, and written communication skills

• Excellent time management and ability to work with several different teams at any given time

Hiring Process

• Initial screening with Recruiting

• Hiring Manager (Erica)

• Technical Panel interview with CSE team members

• Final interview with Director, Customer Success Engineering (CSE)

About the team

You'll join a global team of Customer Success Engineers dedicated to helping customers realize maximum value from GitLab. As an Onboarding Specialist, you'll focus specifically on new Customer Onboarding, working collaboratively with the broader Customer Success organization to ensure a seamless customer journey from sale through adoption and growth.

How GitLab will support you

• Benefits to support your health, finances, and well-being

• All remote, asynchronous work environment

• Flexible Paid Time Off 

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and Development Fund

• Parental leave 

• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.